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HDI Service Desk Manager (SDM) Sample Questions:

1. What are two critical success factors for Problem management?
(Choose 2)

A) The quality of service is stabilised.
B) The proper classification of incidents is consistent.
C) The cost of IT to the business is justified.
D) The cost of IT to the business is reduced.
E) The impact of problems on business activity is eliminated.

2. What is a key component of an internal SWOT analysis?
(Choose 1)

A) Holding meetings with customers.
B) Reporting performance weaknesses immediately to the board.
C) Focusing more on performance weaknesses identified.
D) Holding meetings with competitors.

3. What type of survey is the most appropriate to use in order to understand customer satisfaction levels after a software update?
(Choose 1)

A) An e-mail survey.
B) A one-off survey.
C) An ongoing survey.
D) A periodic survey.

4. You are giving a presentation to other support teams that explains why your service desk is implementing a Customer Satisfaction Survey programme. What two techniques should you use to ensure that your audience is engaged with what you are telling them?
(Choose 2)

A) Describe a possible scenario for the situation three months after the survey.
B) Tell them that they will not be involved - directly or indirectly.
C) Provide tea and biscuits for them.
D) Ask them some open questions.

5. What are three activities to take when developing the IT Service Continuity management process?
(Choose 3)

A) Undertake a business impact assessment.
B) Perform risk analysis.
C) Implement stand-by procedures.
D) Determine the strategy.

Solutions:

Question # 1 Answer: B,D

Question # 2 Answer: A

Question # 3 Answer: B

Question # 4 Answer: A,D

Question # 5 Answer: A,B,D